Servicenow Administrator

Title: ServiceNow Administrator

Location: Remote

Length: Long term

Restriction: W2 or C2C

Description:

Interview Type: Skype Very long term project initial PO for 1 year, expect to go for 4+ years Remote

Description:

ServiceNow Administrator Developer position provides support for, and development of, the ServiceNow IT Service Management (ITSM) system provided by the NC Department of Information Technology (NCDIT) as part of a team of ServiceNow professionals.

Job Description:

ServiceNow Administrator Developer position is housed in the NCDIT. This role provides support for the states use of its ITSM system (ServiceNow) and NCDITs use of best practices supporting users needs while working with a team of ServiceNow professionals. This position will work in a matrix reporting environment and be required to manage multiple work streams, possibly supporting several initiatives simultaneously. This role reports to the NCDIT ServiceNow platform owner.

Duties and Responsibilities:

Administer the ServiceNow platform across the IT Service Management application
Perform any necessary enhancements, upgrades, or maintenance on the platform
Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRAMP compliance
Handle all enhancement requests and develop on ITSM application used on the platform
Work with developers on the next stage processes for the platform
Be able to gather business requirements, analyze, and translate into technical documentation and development
Monitor application performance and analyze code
Adhere to advancements and changes on the ServiceNow platform and lever them to provide business solutions
Establishing user journeys and creating the user stories to support the design and configuration of IT Service Management
Supporting the iterative configuration of the ITSM application, engage stakeholders to conduct reviews through joint design sessions
Proactively researching and suggesting enhancements to existing engagements
Develop and implement fixes for bugs and issues found in ServiceNow production for IT Service Management
Perform system workflow enhancements and script changes in ServiceNow to enable changing evolving business practices.
Execute data mapping and bulk data imports updates when necessary

Knowledge, Skills, Abilities and Competencies:

Decision Quality
Problem Solving
Directing Others
Hiring and Staffing
Drive for Results
Organizational Agility
Building Effective Teams
Motivating Others

Required Skills:

Experience working in the governmental sector (local, state, or federal) 1 Years
Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework 1 Years
Experience performing continuous improvement initiatives for processes and services 5 Years
Strong knowledge and familiarity with customer service case management processes 5 Years
Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience 5 Years
Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results 5 Years
Produce unambiguous, comprehensive, and accurate interpretations of analysis 5 Years
Ability to obtain a security clearance with FedRAMP administration standards 1 Years